Lead Access Specialist

Vanderbilt University Medical Center

1d•Remote

About The Position

The Vanderbilt University Medical Center Patient Access Services (PAS) – Lead Access Specialist role will operate within the Care Connections Contact Center. This role will provide support for Associate Access Specialists and will be responsible for resolving issues, fielding escalated patient calls, answering agent questions, and addressing clinic concerns and emails while ensuring KPI goas are met. The Care Connections Lead Access Specialist will be responsible for occasional support with scheduling patient appointments and will serve as a Subject Matter Expert (SME) for processes and protocols aligned with various clinics. The ability to multi-task as well as readily shift priorities is essential in this role.

Requirements

High School Diploma or equivalent
3+ years of experience in a contact center and/or customer service environment
Excellent communication and interpersonal skills
Adept at displaying patience and compassion when speaking to patients, callers and colleagues
Ability to type 40 – 45 WPM and effectively navigate using multiple systems
Display professional demeanor
Intermediate to advanced knowledge of various call types to assist patients and agents
Able to work in a remote environment while performing required duties and remaining patient focused
Must be team-oriented, highly organized, detail oriented and have successfully demonstrated the ability to manage multiple priorities
Proven customer service skills and the ability to resolve problems and prevent patient dissatisfaction while ensuring quality standards are met
Ability to consistently utilize the appropriate and approved tools and protocols to handle patient calls
Ability to diffuse escalations and assist agents on calls to ensure best practice delivery of service
Intermediate knowledge of MS Office Suite with solid technical and computer skills; specifically, Microsoft Excel
Ability to navigate quickly within various computer programs
Sound verbal and written communication skills, as well as strong listening skills
Problem-solving skills with an ability to think quickly under pressure
Ability to handle high call volume and answer patient questions in a timely manner
Ability to look for ways to improve and promote accuracy and improved quality
Ability to work varying shifts including early mornings/evenings and/or weekends to attend meetings and cross training or support other initiatives
Demonstrated ability to maintain confidentiality using tact and diplomacy
Ability to work independently and in a team setting with minimal supervision

Nice To Haves

2+ years of experience in healthcare or patient access preferred

Responsibilities

Respond to all agent inquiries for support with phone calls through the Resolution Support Team Hotline
Serve as Level 1 support for escalated patient calls and document patient feedback accordingly
Ensure that patient questions and problems are resolved efficiently, effectively, and expeditiously
Address challenging patients and problems that require escalation outside of PAS while striving to provide all callers with an outstanding customer experience
Address challenging patients and problems that require escalation outside of Access while striving to provide all callers with an outstanding customer experience
Complete service recovery as warranted to drive patient loyalty, patient satisfaction, and protect the clinic/patient relationship
Handle calls for all clinics and service lines as needed
Accurately document all help and escalated calls
Make recommendations for process improvements as identified
Assist with concerns escalated through the internal escalation process and/or hotline; including agent coaching, patient call backs and clinic follow ups
Coordinate and execute on outbound calling efforts to schedule patient appointments as needed to close the loop on concerns and/or escalations
Answers calls for multiple clinics in an efficient and effective manner using standard greetings for opening of call, content of call and closure of call
Demonstrate exceptional customer service and patient focus to make each encounter extraordinary
Answers calls for multiple areas in efficient and effective manner using standard greetings for opening of call, content of call and closure of call
Verify and accurately capture patient demographics, insurance, and appropriate medical information
Schedule appointments using appropriate electronic system while following appropriate protocols for clinic/area, including prioritizing patient’s health concerns according to the department’s urgency
Ensure that patient questions and problems are resolved efficiently, effectively, and expeditiously
Provide information to patients and callers regarding appointment, date, time, location, clinic guidelines, parking, etc.
Initiate and complete service recovery as warranted to drive patient loyalty, patient satisfaction, and protect the clinic/patient relationship
Interview patient/guarantor to obtain complete demographic, clinical, billing, insurance, and financial information
Create patient chart by entering required information into electronic databases and maintain accurate records
Relay information to relevant clinic staff members through the appropriate messaging systems
Ensure the quality of patient registrations by obtaining thorough and accurate information in a timely and efficient manner
Maintain compliance with HIPAA rules and regulations
Follows a well-established process to solve routine problems where solutions are clearly prescribed
Assist with ACD calls in queue as needed
Attend developmental training as required
Share job knowledge and best practices with agents for his/her continued development
Willingly proposes/accepts ideas or initiative that will impact day-to-day operations by offering suggestions to enhance them
Shows eagerness to learn new knowledge, technologies, tools, or systems and displays willingness to go above and beyond
Perform additional duties and tasks as assigned by management
Openly shares information with others and communicates in a clear and courteous manner
Solves complex problems by seeking to understand issues, solving routine problems, and raising proper concerns to supervisors and appropriate contact center personnel in a timely manner
Takes responsibility for completing assigned activities and thinks beyond standard approaches to provide high-quality work/service
Absorbs new technology quickly; understands when to utilize the appropriate tools and procedures to ensure proper course of action
Embraces change by keeping an open mind to changing plans and incorporates change instructions into own area of work
Provide real-time and/or side-by-side coaching and review recorded calls for continuous improvement of agent performance
Maintain a positive work environment through motivation and visibility to agents. Resolution Support Team Specialists should virtually round periodically to perform live monitoring of agents, compliment agents for on the-spot performance, and assist agents who may be struggling with calls
Facilitate refresher and cross training when assigned
Collaborate as needed with Customer Relationship Managers and Operations Managers to maintain up-to-date information related to training material and protocols
Manage a complete range of non-phone activities including huddles, completion of online learning modules, and special projects
Partner with the Workforce Optimization Team (WFO) to increase employee efficiency and communicate areas of concern to management (Supervisors, Managers and Directors)
Ensure familiarity with the most up-to-date policies and procedures to communicate accurate information to agents and/or patients, as well as recognize potential additions or modifications to policies and procedures
Serve in a process mastery capacity and partner with the communications team to disseminate information pertinent to process improvement and/or changes
Support out of network (OON) efforts to ensure agent compliance with processes and procedures
Ensure compliance with applicable HIPAA laws and regulations. Complete all required VUMC compliance training. Maintain knowledge of and adhere to internal department policies and procedures. Take responsibility of remaining abreast of changing processes, policies, and procedures